Manager Ops support

HSBC Holdings plc; Kolkata District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HSBC is seeking a Manager Ops support in India to enable consistent, efficient delivery across Fraud Operations. You will provide high-quality operational support, partner with regional and global teams, drive governance and MI quality.

The role involves leading migrations to GR sites, capacity planning, cost control, and delivering clear progress updates to stakeholders, with a focus on process improvement and risk controls.

Job description

Job Title: Manager Ops support

• Fraud Operations is an integral part of the Global Fraud Utility within the Global Capability Network. The Ops Support Manager role exists to enable consistent, efficient and well-controlled delivery across GR Fraud Operations by providing high-quality operational support to stakeholders and partnering with Regional and Global Capability Network Operations and Fraud Risk colleagues. The role accelerates delivery of global projects and supports migrations to GR sites (as Project Lead where required), drives cost efficiency, and embeds strong governance and operational discipline. It produces, interprets and analyses Management Information (MI) to support decision-making; leads capacity planning and volume analysis to enable effective prioritization and allocation of resources. In line with the Operational Excellence Plan, the role also strengthens governance, accountability and sustainability, including improving how MI and quality are validated (reducing over-reliance on MI as a proxy for coaching/quality without verification).

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Stakeholder service & partnering: Deliver effective support to stakeholders; liaise with Regional and Global Capability Network Ops and Fraud Risk colleagues to drive the best possible customer and functional outcomes; adopt and share best practices/success stories across Regions and Global Capability Network sites.
• Global initiatives & project execution: Accelerate delivery of global projects and initiatives, ensuring plans are clear, priorities are understood, and execution stays on track; coordinate activities with the COO team and Global Service Leads for Fraud Ops.
• Migrations to GR sites (Project Lead): Support migrations to GR sites as Project Lead, working through roadblocks and addressing “showstoppers” to enable smooth transitions and stable performance post-migration.
• Process improvement, rationalization and consolidation: Assess and identify opportunities to improve processes and consolidate work across regions; implement solutions that enhance operational contribution and improve operational and financial effectiveness.
• Performance comparison & variance reduction: Report on relative contribution across Global Capability Network sites; recommend actions to enhance quality/performance and reduce variances; track improvements through to measurable outcomes (service, efficiency, quality).
• Quality governance, coaching & calibration: Lead quality monitoring, coaching and calibration; share feedback timely and analyze trends/patterns monthly; ensure procedures and quality standards are current, understood and consistently followed.
• Risk identification & controls: Continuously review key risks inherent in operations and proactively institute controls, ensuring risks are understood, actions are owned, and completion is verified.
• Delivery governance & stakeholder reporting: Coordinate execution of initiatives across Fraud Operations by supporting the Head of Ops Support; measure results and provide clear progress updates to stakeholders.
• Cost efficiency & operational discipline: Partner with cross-functional teams to devise and execute cost-effective strategies; monitor that processes are regularly reviewed to identify improvements enhancing operational and financial effectiveness.
• MI production, insight and decision support: Produce, interpret and analyze MI to support business planning and decision-making, including monitoring business performance, projects, system accesses, compliance to policies and people performance.
• Capacity planning & prioritization: Summarize business priorities and enable effective delivery of projects and analysis through prioritization, capacity and volume oversight.

Leadership & Teamwork

• Integrated team leadership: Work as part of an integrated Fraud Operations team and proactively support teams through actions beyond prescribed activities when needed to protect outcomes and delivery.
• Role modelling and integrity: Be a positive and visible role model and ambassador for Fraud Ops; display courageous integrity and constructive challenge.
• Continuous improvement leadership: Foster a culture of continuous improvement; support idea generation, sharing, prioritization and implementation across Global Fraud Operations; communicate improvements delivered.
• Technical/functional leadership: Provide technical/functional leadership to multiple teams; ensure execution of projects/BAU MI to agreed timelines with accuracy and quality.
• Inclusive collaboration: Cultivate an environment that supports diversity and reflects HSBC’s brand; build strong professional relationships across teams and locations.
• Escalation management: Handle escalations and resolve complex process-related issues through structured problem-solving and stakeholder alignment.

Others

• Internal control standards: Maintain HSBC internal control standards, including timely implementation of internal/external audit points and issues raised by external regulators.
• Operational risk reassessment: Continually reassess operational risks considering changing economic/market conditions, global standards, legal/regulatory requirements, operating procedures/practices, management restructures and new technology impacts (including changing customer behavior).
• Compliance partnership: In conjunction with BRCM and Compliance, implement the Group Compliance Policy by adhering to relevant processes/procedures, engaging Compliance early on new initiatives, ensuring adequate resources/training, fostering a compliance culture and optimizing relations with regulators.

Role Dimension

• Meeting/exceeding expectations.
• Responsible for developing a climate in which creativity thrives and in which process quality and productivity are continuously improved.

To be successful you will:

Functional Knowledge

• Fraud Ops domain knowledge: Strong understanding of the Fraud Ops domain, strategic direction, functional goals and required technical expertise.
• MI, data and insight: Strong background in data management, data quality, visualization and dashboard design; ability to analyze large datasets efficiently, draw sound conclusions and define actions.
• Decision support & communication: Ability to support decisions with sound reasoning and clearly articulate business and regulatory implications; high-quality written and presentation skills with strong attention to detail and advanced Excel skills.
• Controls and compliance orientation: Routinely use MI to monitor system access, compliance to policies and people performance; maintain HSBC internal control standards, including timely implementation of audit points and regulator issues.
• Change and benefits understanding: Strong understanding of HSBC/banking context and how change drives benefits for customers, the organization and stakeholders.

Hsbc.Com/Careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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